In its very essence, service automation is the delivery of a service, but then in a completely automated manner. That means that you, as a user of that service, can decide when you want to use a specific service. It also means that you make all the arrangements to use that service through some sort of app or portal (i.e. a self-service solution). If the service is adequately designed, it means that you don’t need to speak to anyone from the service provider.